Almost, always customer issues flare-up because somebody, somewhere in an organization has not taken a decision. This article from Fortune makes this issue vivid and real. It sometimes does not matter, if you have all the information to take that decision. Nevertheless, decision must be taken. That's what differentiates a customer-centric manager from one who always looks-up to others to take the decision.
I have found customers don't look for a "perfect" solution to their problems. But being "empathetic" to the problem makes all the difference. The fact that you have taken a decision can make all the difference between losing and retaining your customers.
T hanks to Tom Peters Weblog, where I picked-up this article.